Robots in service experiences: negotiating food tourism in pandemic futures

Francesc Fusté-Forné,Stanislav Ivanov

doi:10.1108/jtf-10-2020-0179

Francesc Fusté-Forné, Stanislav Ivanov

Open Access

https://doi.org/10.1108/jtf-10-2020-0179

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Journal: Journal of Tourism Futures	Publication Date: Jul 13, 2021
Citations: 18	License type: cc-by

Affiliation: University of Girona

Abstract

PurposeThis research discusses the role of service robots in gastronomic and dining experiences in a post–coronavirus disease (COVID) world.Design/methodology/approachThe research note draws on secondary data to analyse the use of robots as an important mechanism to address the impacts of global disease outbreaks on the food industry, as related to hospitality and tourism.FindingsHospitality and tourism services are highly affected by the current travel bans, lockdowns and health-related rules that have emerged to manage the current pandemic (COVID-19). This research showcases the role of service robots in food encounters in hospitality and tourism as agents that contribute to safe and innovative experiences.Originality/valueThis research note explores how the use of robots in tourism futures will not only transform food experiences, but it is also critical to sustainable development of communities and destinations in a future that will continuously have to deal with disease outbreaks and pandemics with continued travel mobilities.

Highlights

A quarter of a century ago, Pransky (1996) raised the need to define what service robots are and how they can contribute to human well-being
According to the International Federation of Robotics (2020), a service robot is a type of autonomous robot that performs useful tasks for humans without human intervention
In a more specific sense, service robots are described as social agents that can replace human providers in service experiences (Van Doorn et al, 2017)

Summary

Introduction

A quarter of a century ago, Pransky (1996) raised the need to define what service robots are and how they can contribute to human well-being. Service robots are being adopted by restaurants to provide safe and unique experiences in a pandemic context (see for example Albrecht, 2020; Avery, 2020; Berger, 2020; DeBos, 2020; Seyitoglu and Ivanov, 2020c). This includes robots that can take orders, cook and serve food. 1-8, Emerald Publishing Limited, ISSN 2055-5911 JOURNAL OF TOURISM FUTURES PAGE 1 adoption of robot chefs (Doyle, 2018) create memorable experiences in service encounters (FusteForne, 2021).

Service robots in pandemic times and food tourism futures

Conclusion